Communication to mitigate reputation risk and manage stakeholders trust
Reputation is a key brand equity. Managing reputation risk is even more pressing and urgent because of social media that facilitates the fast spread of news are misinformation to a wide audience. This creates an imperative to establish reputation risk mitigation mechanisms to manage crisis, own the message and control the narrative.
Communication for reputation management is both complex and methodical with the right systems and processes in place. Its about using communication to convey the issue, how it is being managed and to reassure stake holders (clients, customers, employees, vendors, regulators) as well as manage public opinion.
The key is to detect and manage an issue early, before it becomes a crisis.
We have experience managing numerous crisis that were safely resolved using our crisis management operational model that works in both reactive and proactive instances:
Below is illustrative.
Implementation of market entry strategies
We were retained by a German medical products provider to advise on deployment of the government approved National Emergency Medical Services (NEMS) project in South Lebanon. The aim of the programme is to reduce the number of avoidable deaths due to emergencies. This involved designing a plan for concensus building amongst fragmented stakeholders and implementing it in country part of a delegation led by relief doctor Professor Bernd Domres, holder of the German Order of Merit for special achievements for the common good.
The steps taken were: